The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council cancelling Mr X’s benefit and the impact of the delay. Mr X’s complaint has been made late and there is no good reason to consider it now.
The complaint
Mr X says the Council cancelled his Housing Benefit claim twice, putting him at risk of eviction. He says the stress led to self‑harm and a hospital stay. He had to get legal help to secure an emergency payment and later apply to suspend the eviction warrant. Mr X believes the Council should have helped him resolve the benefit issues sooner
The Ombudsman’s role and powers
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council/care provider has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X raises issues from 2019, when the Council cancelled his benefit. He says the ordeal harmed his mental health and the Council should have done more to help. Mr X also raises concerns about a second cancellation in December 2023.
In March 2025, after an appeal, the benefit team reviewed Mr X’s complaint. They revised the missing benefit from 2019 and considered the 2023 cancellation. They also took account of Mr X’s health challenges and revised his benefits.
I will not investigate Mr X’s complaint because his concerns relate to events more than 12 months old, and I see no good reason why she could not have approached us sooner
Final decision
We will not investigate because the complaint has been made late and there is no good reason to consider it now.
Investigator's decision on behalf of the Ombudsman